Call Center, Help Desk Officer (15 Positions)

ORGANIZATIONAL OVERVIEW

The National Election Board of Ethiopia (NEBE), re-established by proclamation No. 1133/2011, is the constitutionally mandated body to conduct elections, organize referendum and regulate political parties in Ethiopia. NEBE is working to boost its’ institutional strength with a special focus on the enhancement of human resource capacity. Accordingly, NEBE would like to invite applicants for the Call Center, Help Desk Officer position who meet the following requirements.

Required number: Fifteen

Reports to: Help Desk Supervisor / Call Center Manager

Duty station: Addis Ababa

Duration: Contract (two months with the possibility of extension)

Job Summary

A Call Center Help Desk Officer is responsible for providing first-level technical and administrative support to clients via phone, email, and live chat. Handle troubleshooting issues, escalate complex problems, and ensure timely resolution while maintaining excellent service standards.

Duties and responsibilities

• Customer Support & Issue Resolution
  • Respond to customer inquiries via phone, email, chat, or ticketing systems (e.g., Zen desk, Fresh desk).
  • Troubleshoot and resolve technical issues (password resets, software errors, connectivity problems).
  • Guide users through step-by-step solutions with clear communication.
• Ticket Management & Escalation
  • Log, track, and prioritize support tickets in help desk software (ServiceNow, Jira).
  • Escalate unresolved issues to Level 2/3 support or IT teams with detailed documentation.
• Process Adherence & Documentation
  • Follow call center scripts, FAQs, and knowledge bases for consistent service.
  • Maintain records of customer interactions and solutions for future reference.
• Customer Satisfaction & Retention
  • Deliver polite, patient, and professional support to enhance user experience.
  • Collect customer feedback and report recurring issues to management.

Education and Work Experience:

• BSC degree in Computer Science, Computer Engineering, Software Engineering, Information Science, or any other related field.
• 1 year of experience in the same job position.

Know-How (Skills) (Technical competencies):

• Basic understanding of IT troubleshooting (hardware/software, networks, OS like Windows/macOS).
• Familiarity with remote desktop tools (TeamViewer, AnyDesk) and CRM systems.
• Typing speed of 30+ WPM with accuracy.
• Excellent verbal/written communication and active listening.
• Patience and empathy when dealing with frustrated customers.
• Ability to multitask (handle calls while logging tickets).